AccountId: 011433970860
ContactId: a22a813d-0561-4896-ad29-a4f0d6a21896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110449 ms
Total Talk Time (AGENT): 53274 ms
Total Talk Time (CUSTOMER): 39450 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a22a813d-0561-4896-ad29-a4f0d6a21896_20250603T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, I was trying to log on to make a payment online, uh, for a group, uh, premium, and, um, I don't know uh if I'm on the correct, uh, website because my login information isn't working.
[AGENT][NEUTRAL] OK, so there was a recent change to our site and so was updated to a new online service center so everybody's having to create new logins so you'll wanna create your OSC account the old user name unfortunately is not gonna work anymore it's gonna be the email that's associated with the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Got it. OK. All right then. Well, thank you very much.
[AGENT][POSITIVE] Yeah, not a problem. If you need any other help, feel free to give us a call.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, um, would you be able to verify which email is down with the group?
[AGENT][POSITIVE] Yes, ma'am, absolutely. What's the group number?
[CUSTOMER][NEUTRAL] 800887
[AGENT][NEUTRAL] I'm sorry, the phone cut out. I got 800.
[CUSTOMER][NEUTRAL] 87
[AGENT][NEUTRAL] 87, OK.
[AGENT][NEUTRAL] What's the name of the group?
[CUSTOMER][NEUTRAL] SP Mark Corp.
[AGENT][NEUTRAL] OK, so the contact email on here is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah. OK. All right then. I'll use that. Thank you.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.